Give us human interaction: 1 in 5 shoppers have shouted at a self-service checkout
Shoppers prefer the human touch rather than sophisticated retailer technology such as automated checkouts and AI, according to new findings.
A new survey from Gekko found that 77% of Brits said they want to speak to a human being rather than a self-service check-out or automated voice recording.
Over 80% claimed that the personal touch has disappeared from customer service in modern Britain with almost a third blaming an over-reliance on technology for this decline.
The study showed the average shopperbelieves they waste an average of£1.5 hours a month interacting with poorly functioning automated technology, only for a human to have to step in and help anyway.
The biggest customer service bugbear to emerge from the poll of shoppers was having to get someone to come and rectify a problem with the self-service checkout followed byringing customer services and dealing with a recorded voice, only to have repeat all the details to the person you end up talking to.
over 50% of Brits said they had ‘slammed the phone down in fury? during an automated call, as the system didnt recognise what they were saying.
Just over 45% said they have had their self-service checkout procedure halted so that a human shop assistant could progress it, which has led to a frustrated 18% shouting at a self-service checkout.
Full-time employment in Britain's retail sector dropped by 3.3 per cent in the last 12 months, according to new research, as experts attribute rising hiring costs and technology to the decline in jobs. more»